A routine grooming appointment at an East Hartford PetSmart turned into a medical emergency within about 20 minutes, leaving a 10-year-old dog without his tail and his owners demanding answers about how the injury happened.
WFSB consumer investigative reporter Cassidy Williams said Bentley, a shih tzu and poodle mix, was taken to the store on April 17 for a trim by his owners, Kendall Hooks and Shiontay Riggs.
Shortly after they left, the family received an emergency call saying Bentley had been injured during the grooming session and was being taken to a nearby animal hospital.
A veterinarian later recommended amputating the tail, a decision the family said was both painful and difficult.
A Routine Appointment Becomes an Emergency
Hooks said the call immediately caused panic because the family had little information about the extent of Bentley’s injury or how it had occurred.
“It was just a panic reaction, because I didn’t know the circumstances,” Hooks told Williams. “I didn’t know what was going on.”
PetSmart said Bentley sustained an injury to the tip of his tail during the grooming service.
According to the company, employees stopped the appointment immediately and transported him to a veterinarian for treatment.
Once Hooks and Riggs arrived at the animal hospital, they learned that the damage was serious enough that the veterinarian strongly advised removing the tail.
“He strongly recommended that Bentley’s tail be amputated,” Hooks said. “It was a hard decision for us to make.”
What began as an ordinary visit for a haircut therefore became a permanent physical change for a dog who had entered the store healthy.
Accidents can happen in any environment involving animals, particularly when scissors, clippers, and moving pets are involved, but the severity of the outcome makes the family’s questions reasonable and urgent.
Family Says Bentley Is No Longer the Same
Hooks and Riggs said Bentley’s behavior changed after the injury and surgery.
“He’s sad,” the family told WFSB. “He’s not the same.”
Hooks said the dog appeared to have lost some of his confidence, describing him as embarrassed and emotionally withdrawn.
“One of my friends seen him and he said, ‘Man, I seen Bentley, and Bentley looked at me like he was embarrassed,’” Hooks said.
It is impossible to know exactly how Bentley understands the loss of his tail, but dogs use their tails for balance, body language, and communication with people and other animals.
The family’s description suggests they are not only grieving the physical injury but also adjusting to changes in a pet they have known for years.
For many owners, dogs are members of the household rather than replaceable property, which is why an injury during a trusted care service can feel deeply personal.
Owners Say Their Questions Were Not Answered
Hooks and Riggs said they repeatedly contacted PetSmart seeking an explanation about what happened and what kind of training the groomer had received.
They said those questions were not answered to their satisfaction.
Riggs compared the situation with the requirements in her own line of work as a caregiver, where causing harm could lead to serious scrutiny and where extensive training is required.
“I can’t hurt nobody at my job without going through extensive training,” she said. “So I want to make sure they’re doing the same thing for our fur babies.”
She said families should not have to leave a pet for a basic haircut and then receive a call about an emergency.
“That’s absolutely unacceptable,” Riggs said.
The family has since started a petition calling for change, with the goal of preventing another dog from suffering a similar injury.
Their demand is not simply for compensation. They want clearer standards, more transparency, and stronger assurances that groomers are prepared to handle animals safely.
Connecticut Requires No Groomer License
Williams’ investigation found a major difference between the legal requirements for cutting human hair and grooming animals in Connecticut.
A person cutting human hair must complete at least 1,500 hours of study at a state-approved school or finish an apprenticeship requiring 2,000 hours.
Dog groomers, however, do not need an individual state license, meaning Connecticut does not require a set amount of training before someone can work in that role.
Only the grooming facility itself must be licensed, with inspections focused on whether the building meets safety and hygiene regulations.
That regulatory gap does not mean every groomer lacks training or skill, but it does mean customers cannot assume the state has verified an individual worker’s education or experience.
The difference is striking because groomers routinely use sharp tools around animals that may become frightened, move suddenly, or resist being handled.
A license would not prevent every accident, but minimum training standards could help establish a consistent baseline for safety, animal restraint, first aid, and emergency response.
PetSmart Says It Provides Extensive Training
PetSmart told WFSB that the safety and well-being of animals in its care are its highest priority.
The company said its salon team followed protocol after Bentley was injured by stopping the service and taking him for veterinary care.
“We care deeply about Bentley and worked to support his family throughout his recovery,” the company said, adding that it covered all veterinary expenses connected with the injury.
PetSmart also said it operates a Groomer Academy that provides more than 800 hours of specialized, hands-on instruction.
Groomers hired from outside the company must have at least one year of professional experience or formal training, according to the company.
PetSmart declined to disclose what training Bentley’s specific groomer had completed, saying it would not discuss personnel matters.
That answer protects employee privacy, but it leaves the family without the precise information they have been requesting.
There is a difference between explaining a company-wide training program and confirming whether the person involved in a serious incident completed that program, entered with outside experience, or was still working under supervision.
A more detailed explanation of the process, without releasing private employee information, could help address some of the family’s concerns.
American Kennel Club Recommends Stronger Standards
Williams reported that the American Kennel Club supports professional groomers completing a course and passing an examination covering basic health and safety standards before becoming licensed.
The organization also advises pet owners to ask groomers about their education, experience, and emergency procedures before scheduling an appointment.
Those questions may include how animals are restrained, what happens if a pet becomes distressed, whether staff members are trained in first aid, and where an injured animal would be taken.
Owners may also want to ask whether the same person will perform the entire service and whether the groomer has experience with the dog’s breed, age, temperament, and medical needs.
Those steps place some responsibility on customers, but owners should not have to conduct a full investigation simply to feel confident that a commercial grooming business is operating safely.
Clear licensing requirements and transparent company standards would make it easier for families to compare providers before handing over a pet.
Family Wants the Injury to Lead to Change
Riggs said the family’s main goal is to make sure another animal does not go through what happened to Bentley.
“We want change, and we want to make sure this never happens to another dog again,” she said.
PetSmart’s decision to obtain immediate veterinary treatment and cover Bentley’s medical costs was important, but paying the bills does not answer every question raised by the incident.
The family still wants to understand exactly how the tail was cut, what safeguards were in place, and whether different training or supervision could have prevented it.
Their case also raises a broader issue for Connecticut lawmakers and regulators: whether a business that handles animals with sharp equipment should face stronger individual licensing requirements than it does now.
Bentley survived, returned home, and remains with the family that cares for him, but the result of the appointment cannot be reversed.
He went into PetSmart for a routine trim and left with an injury that changed his body permanently.
For Hooks and Riggs, the hope is that telling his story will turn that loss into stronger protections for other pets before another grooming appointment ends the same way.
Gary’s love for adventure and preparedness stems from his background as a former Army medic. Having served in remote locations around the world, he knows the importance of being ready for any situation, whether in the wilderness or urban environments. Gary’s practical medical expertise blends with his passion for outdoor survival, making him an expert in both emergency medical care and rugged, off-the-grid living. He writes to equip readers with the skills needed to stay safe and resilient in any scenario.
